To CIOs, IT Leaders, and AI builders of the next decade:

For the past twenty years, the world of IT has quietly carried the weight of every company’s growth. You built the infrastructure. You secured it. You supported thousands of employees. You onboarded, offboarded, troubleshot, configured, approved, escalated, documented, and solved.

And while the world around you transformed, the systems you were given to run IT barely changed.

Today’s IT work no longer looks like the structured workflows the old tools were built for. Work now arrives in human language: fragmented, emotional, rushed, incomplete, multi-threaded. It comes through Slack, Teams, email, text messages, screenshots, audio notes, emojis, and tickets of course.

The truth is simple: IT work is unstructured by nature. But the tools you were given to manage it were built on a completely different assumption.

The old promise of automation broke down.

Traditional ITSM and workflow tools promised a structured world. They asked you to force every request into forms and fields - to box human communication into tidy input.

But it was still complex so we automated. Which brought in rules. And sub-rules. And branches. And exceptions. And endless if-this-then-that logic.

For a while it worked. But as your organization scaled, as communication shifted to chat-first and remote-first, as SaaS exploded, as systems multiplied, the dream of structure collapsed.

Forms didn’t match reality. Workflows didn’t reflect how people actually work. Automations broke the moment something unexpected appeared. Employees bypassed processes just to get help.

And CIOs everywhere were left maintaining the world’s largest collection of brittle logic.

We built ai.work because something fundamental changed.

We didn’t start ai.work to make automation better. We started it because the nature of work changed.

When work becomes unstructured, the only way to solve it is with unstructured intelligence.

That required a new architecture. A new model. A new kind of system.

Not a bot. Not a workflow builder. Not another ITSM.

We built AI Workers - policy-aware, multi-agent, non-deterministic digital teammates that learn from the real work of your organization.

They don’t follow scripts. They don’t require rules for every exception. They don’t break when input is messy.

They: - Understand human language. - Interpret ambiguity. - Split and route multi-intent requests. - Take actions across your enterprise systems. - Adapt in real time based on context. - Improve themselves with every interaction.

This is not old deterministic if-this-then-that automation. This is intelligent work.

Why non‑deterministic matters.

Deterministic automation says: “If X happens, do Y.” It works only when the world stays predictable.

But the world of IT has never been predictable. And today it’s less predictable than ever.

Non‑deterministic intelligence does something fundamentally different: It evaluates the moment. It makes context-driven decisions. It reasons. It collaborates with other agents. It picks the best path - even if it’s never seen the situation before.

This is the architecture of the next decade. This is the foundation of the Agentic era.

What this means for you.

You don’t need to redesign your workflows. You don’t need to rewrite rules. You don’t need to maintain automation trees.

Your job is to describe your work. The system takes it from there.

Your ticket history becomes your automation engine. Your policies become your instruction manual, they are the root of agentic automation. Your systems become your actions. Your IT team becomes augmented with an intelligent workforce that learns the job.

The future of IT isn’t tickets - it’s work getting done.

In the next five years, enterprises will move from service tickets to service intelligence. From workflows to reasoning. From deterministic to adaptive. From automation to AI agents.

You will not scale with more tools. You will scale with more intelligence.

And the CIOs who embrace this shift will build the most productive organizations of the next era.

We are building ai.work for you.

For the leaders who are tired of stitching together systems. For the teams drowning in requests that never look the same twice. For the enterprises stuck in rigid workflows while their business moves in real time. For every IT professional who knows there must be a better way.

This letter is our commitment: We will build the most intelligent, adaptable, human-centered AI workforce ever created for enterprise IT.

Not another tool. Not another workflow builder. Not another bot.

A new kind of worker. A new kind of platform. A new kind of intelligence.

The future of IT will not be structured. It will be intelligent. And we’re building that future together.

Maor Ezer & Nir Nahum
Founders, ai.work